Customer Advocate

American Electric Power; United States; Remote; USD 45,961,000 - 57,480,000; Full time

Job summary

American Electric Power is seeking a customer-focused professional to handle inbound calls from residential customers, guiding them through sales, care, and enrollment processes. You will coordinate with Billing, Contract Management, Finance, and Sales to address inquiries and resolve issues by phone, while creating research requests for residential customers.

The role emphasizes helping customers complete online payments, enrollments, and account maintenance with CRM and eCommerce tools, and

Qualifications

• High-school diploma required.
• Two or more years of customer service experience preferred.
• Advanced knowledge of Microsoft Office.
• Technical understanding of information systems.
• Energy background preferred.
• Solid analytical and problem-solving skills.

Responsibilities

• Handle inbound calls from residential customers regarding sales and general care inquiries.
• Act as liaison between Billing, Contract Management, Finance and Sales teams to resolve problems and respond to customer inquiries by phone.
• Facilitate online customer payments, enrollments and account maintenance using relationship management tools and eCommerce software.
• Meet/exceed departmental KPI’s related to internal and external customer support expectations.
• Provide feedback to leadership related to customer facing projects, processes, designs while advocating for the customer.
• Create research requests on behalf of residential customers.

Skills

Customer service

Problem solving

Analytical thinking

Energy industry knowledge

Education

High-school diploma

Tools

Microsoft Office

Job description

Job Posting End Date

10-16-2026

Please note the job posting will close on the day before the posting end date

Job Summary

Fields inbound calls from current and potential residential customers for call types including sales, care and collections. Facilitates mass market customers’ understanding of the energy market and provides step-by-step instructions which enable the customer to complete the online, direct mail, or phone enrollment onto AEP Energy Supply Service. Acts as liaison between Billing, Contract Management, Finance, Sales and the customer’s Utility, utilizing information from various departments and utility resources to resolve problems and respond to customer inquiries by phone. Creates research requests on behalf of residential customers.

Job Description

What You’ll Do:

• Handle inbound calls from residential customers regarding sales and general care inquiries
• Act as liaison between Billing, Contract Management, Finance and Sales teams to resolve problems and respond to customer inquiries by phone
• Facilitate online customer payments, enrollments and account maintenance using relationship management tools and eCommerce software
• Meet/exceed departmental KPI’s related to internal and external customer support expectations
• Provide feedback to leadership related to customer facing projects, processes, designs while advocating for the customer
• Create research requests on behalf of residential customers

What We’re Looking For:

Education: High-school diploma

Experience: Two (2) or more years of customer service and/or related work experience preferred

• Advanced knowledge of Microsoft Office
• Technical understanding of information systems
• Energy background preferred
• Solid analytical and problem-solving skills

What You’ll Get:

In addition to base salary, AEP offers competitive total rewards including: discretionary annual/long-term incentives, 401(k), pension, health insurance, vacation, educational assistance, etc.

Where Putting the Customer First Powers Everything We Do

At AEP, we’re more than just an energy company — we’re a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you’re passionate about making a meaningful impact and being part of a forward-thinking organization, this is the company for you!

#AEPENERGY

Compensation Data

Compensation Grade:

SP20-001

Compensation Range:

$16.04 - $20.06

The Physical Demand Level for this job is: S – Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently. (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Candidates will be considered based on their qualifications and the candidate’s ability to work from an approved work location. Although the location is flexible, AEP does not have a presence in all states and localities. The following locations are NOT currently approved for this position: AK, CA, CO, CT, DE, HI, IA, ID, KS, MA, ME, MS, MT, ND, NH, NJ, NM, NV, NY, OR, RI, SD, UT, VT, WY, US Territories or international work locations. AEP will consider qualified candidates who are willing to relocate to an approved work location, at the candidate’s expense, provided the relocation can be completed within a timeframe that meets AEP’s staffing needs. NOTE: All remote work locations require vetting and final approval prior to offer and/or start date. Any work locations listed as preferred or unapproved relate specifically to the requirements for this position and are not necessarily applicable to other posted positions.

It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all respects of the employer-employee relationship including recruiting, hiring, upgrading and promotion, conditions and privileges of employment, company sponsored training programs, educational assistance, social and recreational programs, compensation, benefits, transfers, discipline, layoffs and termination of employment to all employees and applicants without discrimination because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran or military status, disability, genetic information, or any other basis prohibited by applicable law. When required by law, we might record certain information or applicants for employment may be invited to voluntarily disclose protected characteristics.